MTN BAD AFTERCARE SERVICE

We upgrade our phone with Mtn direct (over the phone) but never received our paperwork only the handset. We have been phoning 135 to speak to a someone to help us with the paper work but then they say we must phone *** and press option 2. When someone answer they say that we need to speak to the Gauteng dept and not the KZN as the upgrade was with Gauteng dept and we must then dial *** again and press option 1. If you press option 1 no one answers or someone at the call centre will answer and give us the same stories again. I need the upgrade paperwork, as the unit is faulty and needs to be replace or repaired and NO ONE at MTN want to help me with the paperwork and they say that we need to give prove of the upgrade but in the same time they can tell me when it was done and who has done the upgrade!!!!!!!!!!!!! SO what I can't understand is if they can view all of our detail why can no one help me with the paperwork or even better help me with the repair or replacing my faulty unit!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!